--- title: Why does the message show sent, but the member says they didn't receive the message? description: Adestra did its job and delivered the message. There's no deliverability problem. However, inbox placement is sometimes elusive with various rules by email clients. image: https://www.highroadsolutions.com/hubfs/Apply%20privacy%20.jpg --- [![HighRoad-Logo-2026-White](https://www.highroadsolutions.com/hs-fs/hubfs/2026%20-%20Logo/HighRoad-Logo-2026-White.png?width=239&height=95&name=HighRoad-Logo-2026-White.png "HighRoad-Logo-2026-White")](http://www.highroadsolution.com) [![HighRoad-Logo-2026-Blue](https://www.highroadsolutions.com/hs-fs/hubfs/2026%20-%20Logo/HighRoad-Logo-2026-Blue.png?width=120&height=48&name=HighRoad-Logo-2026-Blue.png "HighRoad-Logo-2026-Blue")](http://www.highroadsolution.com) ## Welcome to the Center of Excellence Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Quis ipsum suspendisse ultrices gravida. Risus commodo viverra maecenas accumsan lacus vel facilisis.  ![Blog-Hero-Img](https://www.highroadsolutions.com/hubfs/Blog-Hero-Img.svg "Blog-Hero-Img") ![](https://www.highroadsolutions.com/hubfs/Apply%20privacy%20.jpg) # Why does the message show sent, but the member says they didn't receive the message? Posted by [Sample Author](https://www.highroadsolutions.com/highroad-coe/author/sample-author) on Aug 10, 2020 6:40:00 AM ![Sample Author](https://www.highroadsolutions.com/hubfs/2019%20Blog%20Authors/IMG_0483Retouched.jpg) Find me on: [Facebook ](http://www.facebook.com) [LinkedIn](https://www.linked.com) [Twitter ](http://www.twitter.com) - [Tweet](https://twitter.com/share) Adestra did its job and delivered the message. There's no deliverability problem. However, inbox placement is sometimes elusive with various rules by email clients. Most likely, the message landed in the spam or junk folder.  There are a few options you can help resolve. Make sure you're following best practices with your email content and configuration setup with DKIM, SPF and [DMARC](https://adestra.helpscoutdocs.com/article/613-how-do-i-setup-dmarc). > ### REVIEW HIGHROAD'S DELIVERABILITY TOOLKIT > > Everything you need to understand and optimize your email deliverability rates. Download best practices cheat sheet. Understand email delivery benchmarks. Get insight from our deliverability specialist on common issues association marketers experience. > [Read More](https://pages.highroadsolutions.com/deliverability-toolkit?__hstc=128453395.32e355bdec9875e026625e9efd69d7b4.1707450625946.1707463731063.1707473302418.5&__hssc=128453395.17.1707473302418&__hsfp=1895368747) --- ## ADD EMAIL ADDRESS SAFE SENDER LIST Ask your member if the message is their junk folder, and add you to the safe sender lists. You may have heard of this before. The terminology for the safe sender list began with Microsoft. So, there's no safe sender list in Gmail or Yahoo per se. However, there are actions you can take to work similarly to Outlook.  The email client will track the member's behavior with the message. The email client will learn the member's behavior and route the messages to the inbox. ### OUTLOOK 365 If the email is in the junk folder, right click on the message in the preview pane, and click *mark as not junk*. Click the Report button to help with the learning engine to improve the inbox placement. ### ![](https://d33v4339jhl8k0.cloudfront.net/docs/assets/59946e70042863033a1c08dc/images/5f1b97d204286306f807618c/file-bgKi5ywk0O.png)YAHOO MAIL In Yahoo, the member can mark as *Not Spam*.  1 Right click on the message.  2 Scroll and click on the option to *Not Spam*. ![](https://d33v4339jhl8k0.cloudfront.net/docs/assets/59946e70042863033a1c08dc/images/5f1b9d032c7d3a10cbab4a52/file-05aYRZsm1G.png) **Add You as a Contact** Have them add your email as a contact. Their letting Yahoo know they know who you are. Over time as they interact with your content, Yahoo will trust the emails more. 1 Click the ellipse at the top. 2 Select Add Sender to Contacts 3 Yahoo! will automatically populate fields based on the content. Click Save. ![](https://d33v4339jhl8k0.cloudfront.net/docs/assets/59946e70042863033a1c08dc/images/5f1b9ebb2c7d3a10cbab4a53/file-WRdXqYw0Sz.png) ## GMAIL In Google, the member can move the message in the move to inbox. Similar to Yahoo there's no safe list, and they'll need to add you to their contact list. ![](https://d33v4339jhl8k0.cloudfront.net/docs/assets/59946e70042863033a1c08dc/images/5f1ba1f72c7d3a10cbab4a57/file-4FH2qoVJmA.png) --- ## WHITELIST ADESTRA'S IP ADDRESSES Here are the set of IP ranges for the tech team whitelist and route messages to bypass the spam filter. 185.187.116.0/22 185.54.72.0/22 81.29.79.128/26 46.236.37.0/24 --- ## REVIEW EMAIL QUARANTINE AND UPDATE MAIL RULES If the contact cannot locate in the junk mail, the email server is blocking the message. Often email servers will have spam detection and quarantine messages before landing in your inbox.  ### OUTLOOK 365 Go to the *quarantine *section in *message trace*, and release the messages to the inbox. The tech can do this in the short term to get messages they missed. For a long term solution., the tech team needs to create a rule always to have messages from IP addresses listed above land in the inbox. The tech team can change the [mail flow rules](https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/create-safe-sender-lists-in-office-365?view=o365-worldwide). Set the Spam Confidence Level (SCL) to -1 for all emails coming from the IP ranges listed above, and also set the message header to *X-MS-Exchange-Organization-BypassClutter* with the value *true*. ![](https://d33v4339jhl8k0.cloudfront.net/docs/assets/59946e70042863033a1c08dc/images/5f1b9ac404286306f807619d/file-G1O4VhZOVj.png)   Topics: [Email Marketing](https://www.highroadsolutions.com/highroad-coe/tag/email-marketing), [adestra](https://www.highroadsolutions.com/highroad-coe/tag/adestra) --- # Featured Articles [![](https://www.highroadsolutions.com/hubfs/GrowthStrat_M.jpg) ](https://www.highroadsolutions.com/highroad-coe/highroad-solutions-taps-talent-to-pursue-growth-in-2022) ## [HighRoad Solutions Taps Talent to Pursue...](https://www.highroadsolutions.com/highroad-coe/highroad-solutions-taps-talent-to-pursue-growth-in-2022) Posted by [Sample Author](https://www.highroadsolutions.com/highroad-coe/author/sample-author) on Jan 11, 2024 11:01:48 AM ***Ashburn, VA - February 1, 2022***: HighRoad Solutions is pleased to announce the promotion of Adam Higgins to Chief Technology Offi... 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